Robert Patin - Eliminate Complexities So You Can Simplify and Scale

SIMPLE brand With Matt Lyles

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You Can Visit All Seven Continents. But Should You? 26:46

14 gün önce26:46

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26:46

For many travelers, Antarctica is a bucket-list destination, a once-in-a-lifetime opportunity to touch all seven continents. In 2023, a record-breaking 100,000 tourists made the trip. But the journey begs a fundamental question: What do we risk by traveling to a place that is supposed to be uninhabited by humans? And as the climate warms, should we really be going to Antarctica in the first place? SHOW NOTES: Kara Weller: The Impossible Dilemma of a Polar Guide Marilyn Raphael: A twenty-first century structural change in Antarctica’s sea ice system Karl Watson: First Time in Antarctica Jeb Brooks : 7 Days in Antarctica (Journey to the South Pole) Metallica - Freeze 'Em All: Live in Antarctica Learn about your ad choices: dovetail.prx.org/ad-choices…

2 yıl önce 38:58

MP3•Bölüm sayfası

In this week’s episode of the SIMPLE brand podcast, I talk with Robert Patin.

Robert’s an international best-selling author and he’s the founder of Creative Agency Success, a consulting firm dedicated to helping creative agencies scale. And he’s the host of the Agency Blueprint podcast. Robert and I discuss lessons on how to take your team’s operations from complex and out of hand to a simple, scalable machine. A machine that helps you ultimately have more time to focus on the right work to move your business forward.
If you want to simplify and make things much smoother for you and your team, this episode’s for you.

Some of the topics we discuss include:

Giving your team space and frameworks to solve problems is much more valuable than solving problems for them
Our desire to be immediately responsive causes us to complete work 5x-10x longer than necessary
The approaches to work that drive complexity across most teams
How you can accomplish more by focusing on doing less
The steps and framework to take to eliminate complexity from your team
The ideal method for delegating work to others
The value of videoing all of your processes as processes documentation
Your processes have typically been put together by everyone else except for you
Connecting with community outside of your business can help you learn how to simplify

RESOURCES FROM THIS EPISODE:

151 bölüm

#Business #Matt Lyles #Brand #Experience #Content #Social Media #Customer Experience #Leadership #Organizational Culture #Productivity #Business Strategy #MBA #Marketing

Robert Patin - Eliminate Complexities So You Can Simplify and Scale

SIMPLE brand With Matt Lyles

published 2 yıl önce

Paylaş

MP3•Bölüm sayfası

In this week’s episode of the SIMPLE brand podcast, I talk with Robert Patin.

Some of the topics we discuss include:

Giving your team space and frameworks to solve problems is much more valuable than solving problems for them
Our desire to be immediately responsive causes us to complete work 5x-10x longer than necessary
The approaches to work that drive complexity across most teams
How you can accomplish more by focusing on doing less
The steps and framework to take to eliminate complexity from your team
The ideal method for delegating work to others
The value of videoing all of your processes as processes documentation
Your processes have typically been put together by everyone else except for you
Connecting with community outside of your business can help you learn how to simplify

RESOURCES FROM THIS EPISODE:

151 bölüm

#Business #Matt Lyles #Brand #Experience #Content #Social Media #Customer Experience #Leadership #Organizational Culture #Productivity #Business Strategy #MBA #Marketing

Tüm bölümler

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Great Customer Experience is in the Details - Steven Van Belleghem 39:21

22 weeks önce39:21

39:21

In this week’s episode of the SIMPLE brand podcast, I talk with Steven Van Belleghem . Steven is one of the top customer experience thought leaders in the world. He’s helped world-leading companies like Disney, Mastercard, Mercedes, and Salesforce learn how to be more customer-centric. And Steven is the author of six bestselling books including his latest - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture . Here’s what we discuss: How to know if your brand is truly customer-centric The value of adding emotion to customer relationships How details make the difference in your customer experience The barriers that keep brands from being customer-centric How to instill effective empathy in your customer experience The secret to customer loyalty is being more loyal to your customers RESOURCES FROM THIS EPISODE: Steven's website Steven’s book - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture Steven’s free resource - How to Become a Shiny Diamond Workbook Steven's YouTube channel Steven on LinkedIn SIMPLE brand Podcast #35 - Create a Customer-Centric Experience…

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Align All of Your Teams Into a Customer-centric Organization - Michael Hinshaw 34:34

24 weeks önce34:34

34:34

In this week’s episode of the SIMPLE brand podcast, I talk with Michael Hinshaw . Michael’s the founder and president of customer experience consultancy McorpCX where they help brands make customer experience easier for their leadership, their people, and their customers. He’s recognized on over a dozen "Top Global CX Influencers" lists. And Michael’s the co-author of two best-selling books including his latest - Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It . Here’s what we discuss: Who really defines your customer experience It takes more than surveys to understand your customers How to align silos in your organization Non-customer facing teams still impact the customer experience How your culture drives your customer experience approach RESOURCES FROM THIS EPISODE: McorpCX Michael’s book - Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It Michael’s book - Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them Michael on LinkedIn…

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How to Get Your People to Commit to Lasting Change - Tamsen Webster 52:59

26 weeks önce52:59

52:59

In this week’s episode of the SIMPLE brand podcast, I talk with Tamsen Webster . Part message designer, part English-to-English translator, part magpie, Tamsen helps leaders craft their case for large-scale change. As a sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts. And Tamsen is the author of the best-selling book - Say What They Can't Unhear: The 9 Principles of Lasting Change . Here’s what we discuss: Why so many change initiatives fail in the long-term The biggest mistakes in change communication How to understand what’s important to your people How co-creation with others leads to more buy-in Dealing with antagonists and indifferent stakeholders in your change approach BONUS: Applying change principles as parents RESOURCES FROM THIS EPISODE: Tamsen’s website Tamsen’s free resource for you - The Compact Case Tamsen’s book - Say What They Can't Unhear: The 9 Principles of Lasting Change Tamsen’s book - Find Your Red Thread: Make Your Big Ideas Irresistible Tamsen’s Message Design Institute SIMPLE brand #75: Tamsen Webster – Find Your Red Thread…

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The Habits and Mindset of an Innovative Team - Jennifer Kenny 38:14

28 weeks önce38:14

38:14

In this week’s episode of the SIMPLE brand podcast, I talk with Jennifer Kenny . Jennifer is a master of innovation practices having held senior roles to drive innovation for companies like Accenture, Booz Allen, Gartner, Wells Fargo Bank, Cisco, and Stanford Research Institute. Today she works with teams and organizations to help them fuel their innovation, performance, and revenue. And Jennifer is the author of the best-selling book - The Innovation Mindset: A Proven Method to Fuel Performance and Results . Here’s what we discuss: How to make innovation a practice instead of sporadic ideation The barriers that hinder innovation in teams The importance of co-inventing and building trust within teams How gender balance impacts an organization’s innovation capacity Jennifer's six-step practice model for fostering innovation How innovation drives employee satisfaction and retention RESOURCES FROM THIS EPISODE: Jennifer's website Jennifer’s book - The Innovation Mindset: A Proven Method to Fuel Performance and Results Jennifer on LinkedIn…

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Eliminate the Rocks From Your Customer Journey - Sean Albertson 37:24

30 weeks önce37:24

37:24

In this week’s episode of the SIMPLE brand podcast, I talk with Sean Albertson . Sean is an internationally recognized thought leader, speaker, and transformational coach with 20+ years of leading customer experience initiatives for companies ranging from startups to the Fortune 200. And Sean is the author of the award-winning book - 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey . Here’s what we discuss: The four types of “rocks” that disrupt your customer experience How to find and eliminate the “rocks” from your customer journey Connecting silos to create a seamless experience The need for cross-functional teams to address customer experience Connecting upstream and downstream effects in your customer journey The Colorado DMV’s seamless customer experience RESOURCES FROM THIS EPISODE: Sean’s website Sean’s book - 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey Sean on LinkedIn…

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Adapt and Innovate Through Permanent Reinvention - Aidan McCullen 36:28

32 weeks önce36:28

36:28

In this week’s episode of the SIMPLE brand podcast, I talk with Aidan McCullen . Aidan is a change consultant and executive coach who helps organizational teams improve how they engage and innovate. He’s the host of The Innovation Show podcast. And Aidan’s the bestselling author of Undisruptable: A Mindset of Permanent Reinvention for Individuals, Organisations and Life . Here’s what we discuss: Overcoming resistance to change Recognizing change as an opportunity for reinvention The difference between optimization and true innovation If you start adapting once you recognize change, it’s too late How the most successful companies can be disrupted You can’t innovate if your employees operate in a culture of fear RESOURCES FROM THIS EPISODE: Aidan’s website Aidan’s podcast - The Innovation Show Aidan’s newsletter - The Thursday Thought Aidan’s book - Undisruptable: A Mindset of Permanent Reinvention for Individuals, Organisations and Life Aidan on LinkedIn…

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Turn Customers Into Raving Fans With a Customer Experience Engine - Scott Wozniak 55:00

34 weeks önce55:00

55:00

In this week’s episode of the SIMPLE brand podcast, I talk with Scott Wozniak . Scott is the founder and CEO of Swoz Consulting where he helps startups, family enterprises, and Fortune 500 companies create raving fans of customers and employees. And Scott’s the bestselling author of Make Your Brand Legendary: Create Raving Fans With the Customer Experience Engine . Here’s what we discuss: The secret to creating raving fans Customer Insight is the fuel that powers your customer experience engine Operational excellence is more important than wowing customers A healthy leadership team is needed for excellent customer experience How Scott’s faith drives his customer experience approach RESOURCES FROM THIS EPISODE: Scott’s website Swoz Consulting Scott’s book - Make Your Brand Legendary: Create Raving Fans With the Customer Experience Engine Scott on LinkedIn Good to Great by Jim Collins The Experience Economy by B. Joseph Pine II and James Gilmore No Rules Rules: Netflix and The Culture of Reinvention by Reed Hastings The Four Disciplines of Execution by Chris McChesney and Sean Covey The Advantage by Patrick Lencioni…

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Rethinking Retention to Create Loyal Employees - Erica Keswin 39:23

36 weeks önce39:23

39:23

In this week’s episode of the SIMPLE brand podcast, I talk with Erica Keswin . Erica is an international keynote speaker, a bestselling author, and a workplace strategist who partners with some of the most well-known companies in the world. She's one of Marshall Goldsmith's Top 100 Coaches. And Erica’s the Wall Street Journal best-selling author of the “Human Workplace Trilogy” that includes Bring Your Human to Work , Rituals Roadmap , and her very latest, The Retention Revolution: 7 Surprising (and Very Human!) Ways to Keep Employees Connected to Your Company . Here’s what we discuss: Pretty much everything we know about work has changed The need to rethink how we approach employee retention The value of staying connected with employees The right approach to flexibility How being intentional avoids employee resentment The role of meetings and how they can provide value Why middle managers are the MVPs RESOURCES FROM THIS EPISODE: Erica’s website Erica’s book - The Retention Revolution: 7 Surprising (and Very Human!) Ways to Keep Employees Connected to Your Company Five Ways to Embrace Your Humanity in the Age of AI Erica on LinkedIn…

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38 weeks önce40:44

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In this week’s episode of the SIMPLE brand podcast, I talk with Ben Guttmann . Ben’s a marketing and communications expert who’s on a mission to train leaders in effective connection through simplified messaging. Ben’s the former co-founder of Digital Natives Group, a professor at Baruch College, and the best-selling author of Simply Put: Why Clear Messages Win - and How to Design Them . Here’s what we discuss: Why simplified messaging is necessary Why your messages aren’t breaking through the noise The different roles of communication “senders” and “receivers” How empathy should be used in communications The distinction between “complex” and “complicated” communications Five design principles to use when crafting a message How to avoid Frankenstein messaging The value of constraints in creating your message RESOURCES FROM THIS EPISODE: Ben's website Ben's book - Simply Put: Why Clear Messages Win and How to Design Them Ben's 1,000 Words Checker Ben on LinkedIn…

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A Customer-Centric Culture Starts with Customer-Focused Leadership - Blake Morgan 38:43

41 weeks önce38:43

38:43

In this week’s episode of the SIMPLE brand podcast, I talk with Blake Morgan . Blake is known as the “Queen of CX.” She is a customer experience futurist and one of the top keynote speakers in the world. She’s the host of The Modern Customer Podcast and the author of three books, including her latest, The 8 Laws of Customer-Focused Leadership: New Rules for Building a Business Around Today's Customer . Blake and I talk about her blueprint for creating customer-focused leaders and how the customer experience mindset applies both on - and off - the job. Here’s what we discuss: Why customer experience must start with leadership Why the CX mindset needs to be a lifestyle How to define customer-centricity The importance of a simple framework for enacting change How leaders can instill the CX mindset in their employees How leaders can become customer-experience futurists Using customer-focused leader skills as a spouse and parent RESOURCES FROM THIS EPISODE: Blake's website Blake's book: The 8 Laws of Customer-Focused Leadership: New Rules for Building a Business Around Today's Customer Blake’s podcast: The Modern Customer Podcast Blake on LinkedIn…

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How to Create a Ridiculously Easy Customer Experience - David Avrin 38:05

43 weeks önce38:05

38:05

In this week’s episode of the SIMPLE brand podcast, I talk with David Avrin . David is one of the most popular Customer Experience speakers and consultants in the world. In fact, over the past 25 years, David has shared his lessons on competitive advantage with leaders and teams from thousands of organizations in 26 countries around the world! And David is the best-selling author of six books including his latest, Ridiculously Easy to Do Business With: A Practical Guide to Giving Customers What They Want, How and When They Want It . David and I talk about how to discover what’s causing your customers friction so that you can begin delivering a “ridiculously easy” experience to them. Here’s what we discuss: How to move from being competent to being preferable Why being simple causes you to stand out How to tell if your policies or procedures are prohibiting an easy customer experience The importance of your team knowing what they can do for customers How to future-proof your business Why informal feedback is just as critical as formal feedback The value in walking your customer’s journey RESOURCES FROM THIS EPISODE: David's website Ridiculously Easy to Do Business With: A Practical Guide to Giving Customers What They Want, How and When They Want It David on LinkedIn…

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45 weeks önce56:57

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In this week’s episode of the SIMPLE brand podcast, I talk with John DiJulius . John is the founder and Chief Revolution Officer of The DiJulius Group , a customer experience consulting firm that helps clients build customer care strategies that lead to happy customers, employees, and shareholders. John has spent decades becoming the authority on building world-class customer and employee experiences. John is the bestselling author of six books, including his newest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth . John and I talk about the little-known secret of how to become a more profitable company in both the short and long term: happy employees. Here’s what we discuss: How we got to the point of “quiet quitting” Why the power of purpose trumps the paycheck The importance of storytelling in vision-casting a career How to make your employees feel as cared for as your customers How to avoid creating accidental managers Why onboarding needs to be more than a training class How to design an employee-specific career journey The importance of focusing on the whole person, not just the job How the employee experience starts during recruitment The “Columbo method” of interviewing RESOURCES FROM THIS EPISODE: John's website The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth John on LinkedIn…

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How to Find and Retain Your Most Valuable Customers - Ali Cudby 39:14

47 weeks önce39:14

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In this week’s episode of the SIMPLE brand podcast, I talk with Ali Cudby . Ali is the CEO of Alignmint Growth Strategies . With over 15 years advising startups and global companies, Ali’s specialty is transforming customer experience, increasing customer lifetime value, and building customer loyalty. Ali is also the author of the bestselling book, Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty . Ali and I talk through the significant impact customer retention, versus customer acquisition, has on the bottom line and the direct tie between customer experience and customer loyalty. Ali explains her perspective on the different levels of customer loyalty and how to move more of your customers to the highest level of loyalty. Here’s what we discuss: How to define customer loyalty How to let leaders know that customer loyalty matters The different distinctions of customer loyalty Strategies to take around “bad revenue” customers The two major components of customer retention Who within a company owns customer experience How to keep an entire company on track with customer experience The ideal way to track customer loyalty progress RESOURCES FROM THIS EPISODE: Ali's website Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty Ali on LinkedIn…

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How to Communicate with Clarity With Steve Woodruff 47:42

49 weeks önce47:42

47:42

In this week’s episode of the SIMPLE brand podcast, I talk with Steve Woodruff . Known as the "King of Clarity," Steve's passion is helping companies and individuals communicate clearly and effectively. Steve is the author of two books, including his latest, The Point: How to Win with Clarity-Fueled Communications . Steve and I discuss how the use of his "Clarity Fuel Formula" helps communicators break through the noise to quickly grab - and keep - the attention of their audience without creating confusion. Here’s what we discuss: How anyone can learn to be a simple, effective communicator A business's main competitor isn't another business - it's noise Understanding how the brain works is crucial to communicating clearly Why seconds matter in gaining your audience's attention How jargon and too much information shut down the attention center of the brain Why assuming your audience shares your same level of knowledge is a critical mistake The importance of defining terms to bring clarity to the conversation Why storytelling and analogies are brain-friendly communication tools How poor communication within an organization can lead to a 20% loss in efficiency per week RESOURCES FROM THIS EPISODE: Steve's website Steve's book - The Point: How to Win with Clarity-Fueled Communications Steve on LinkedIn…

1
Chris Wallace - Frontline Employees: Your Key to Customer Insight 36:08

1 year önce36:08

36:08

In this week’s episode of the SIMPLE brand podcast, I talk with Chris Wallace . Chris is the co-founder and president of InnerView Group - a brand consultancy that helps organizations improve alignment between their frontline teams and their go-to-market strategies. Chris and I chat about how to create a more collaborative relationship with your frontline team and how to get your frontline to care more about your brand. Here’s what we discuss: How to move a vision from the C-suite to the frontline team Why spoon-feeding the frontline is not a bad thing Why “asking” is a much better strategy than “telling” How to create evangelists in your frontline employees How to put your customer insight into action Why influencing your frontline workers is the best way to influence the customer How your frontline employees double as your customers’ best consultants How customer and employee experience tie to your company’s overall brand and culture How to balance digital experiences with the human touch of the frontline RESOURCES FROM THIS EPISODE: Chris's website A Guide to Frontline Insights - eBook Chris on LinkedIn…

SIMPLE brand With Matt Lyles

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Derrick Daye - Building a Brand That Lasts 36:31

1 year önce36:31

36:31

In this week’s episode of the SIMPLE brand podcast, I talk with Derrick Daye . Derrick is the managing partner of The Blake Project, a strategic brand consultancy that helps businesses gain an emotional advantage, a distinctive advantage, and a connective advantage, moving them from brand awareness to brand insistence. He’s the founder of Branding Strategy Insider - an online publication to help marketing-oriented leaders and professionals build strong brands. Derrick and I discuss what goes into building a lasting brand that connects with customers and keeps them for the long term. Here’s what we discuss: How brand strategy has evolved vs. what has stayed the same The best definition of a brand How to tie brand and business strategy together when starting a brand How branding and customer experience relate The best way to build a brand How to create a strong emotional connection with your customers Why storytelling is key to the brand conversation RESOURCES FROM THIS EPISODE: Derrick's website Derek's publication - Branding Strategy Insider Derrick on LinkedIn…

SIMPLE brand With Matt Lyles

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Karin Hurt - Courageous Cultures 42:26

1 year önce42:26

42:26

In this week’s episode of the SIMPLE brand podcast, I talk with Karin Hurt , author of Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates . Karin is the founder of Let’s Grow Leaders, a training firm focused on helping human-centered leaders find clarity in uncertainty, drive innovation, and achieve breakthrough results - without losing their humanity. She’s an international keynote speaker. In fact, Inc. Magazine says she’s one of the top 100 leadership speakers. And Karin’s the bestselling author of four books including Courageous Cultures . Karin and I discuss her lessons to help you create a courageous culture that shares new ideas, proactively solves problems, and generates contributions from all levels. Here’s what we discuss: What holds employees back from speaking up and sharing ideas Why telling your employees you have an “open door” policy isn’t enough Why creating clarity helps generate better ideas Setting constraints helps employees feel less intimidated to share ideas Steps for building a courageous culture Karin’s IDEA model helps you effectively frame and pitch new ideas The concept of micro-innovations helps everyone realize that they’re innovative How to influence a courageous culture in both your team and your leadership RESOURCES FROM THIS EPISODE: Karin's website Karin's book - Courageous Cultures Karin on LinkedIn…

SIMPLE brand With Matt Lyles

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Sylvie di Giusto - Discover Your Fair Advantage 47:16

1 year önce47:16

47:16

In this week’s episode of the SIMPLE brand podcast, I talk with Sylvie di Giusto , author of Discover Your Fair Advantage: Leverage Your Unique Selling Points and Human Potential for Work, Life, and Business . Sylvie’s an international keynote speaker and expert in emotional intelligence, personal image, and leadership. And she’s the bestselling author of Discover Your Fair Advantage: Leverage Your Unique Selling Points and Human Potential for Work, Life, and Business. Sylvie and I talk about her lessons to help you leverage all the right gifts and attributes that are unique to you so you can better stand out from the crowd. Here’s what we discuss: 🎙️Why it’s important that you define what your first impression should be 🎙️How we can become more self-aware of the impression that we give 🎙️How to use other people’s biases to your advantage 🎙️Using the first five letters of the alphabet to influence how people perceive you 🎙️What your brand really is and how you can purposefully imprint it on other people 🎙️Distinguishing between fair and unfair advantages 🎙️How to take perceived weaknesses and turn them into fair advantages 🎙️Recognizing how your natural skill set can actually be your superpower 🎙️Defining the ideal way to communicate your fair advantage RESOURCES FROM THIS EPISODE: Sylvie's website Sylvie’s book - Discover Your Fair Advantage: Leverage Your Unique Selling Points and Human Potential for Work, Business, and Life Sylvie’s Fair Advantage Assessment Sylvie on LinkedIn WHAT'S YOUR FUN FACT? Email me at matt@mattlyles.com with the subject #funfact…

SIMPLE brand With Matt Lyles

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Nancie McDonnell Ruder - The Art and Science of Marketing Leadership 41:46

2 years önce41:46

41:46

In this week’s episode of the SIMPLE brand podcast, I talk with Nancie McDonnell Ruder , author of How Senior Marketers Scale the Heights: What is Still True, More True, & Newly True . Nancie’s an executive coach, a leadership advisor, a marketing consultant and the founder of Noetic Consultants where they help companies build their internal marketing strength – so that their external marketing efforts are more focused and more effective. She’s an adjunct professor of Integrated Marketing Communications at Georgetown University. And Nancie’s the bestselling author of How Senior Marketers Scale the Heights: What is Still True, More True, & Newly True . It’s now in its second edition! Nancie and I discuss lessons from her research where she’s identified the qualities of senior marketers that help them make it to the top of their field. Here’s what we discuss: How brands can strengthen themselves from the inside out How brands can get the insights they need from internal employees Delivering on the brand inside your organization creates engaged employees You can’t fix operational issues with better branding Why it’s actually valuable to be a “jack of all trades” Psychological safety is a key driver in an innovative culture Nancie’s “Art & Science Assessment” helps marketers understand their needed skills How to help your peers learn from your own trials and errors RESOURCES FROM THIS EPISODE: Noetic Consultants Nancie’s book - How Senior Marketers Scale the Heights: What is Still True, More True, & Newly True Nancie on LinkedIn Noetic Consultants brand health diagnostic…

SIMPLE brand With Matt Lyles

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Henna Pryor - Good Awkward: How to Embrace the Embarrassing and Celebrate the Cringe 43:12

2 years önce43:12

43:12

In this week’s episode of the SIMPLE brand podcast, I talk with Henna Pryor , author of Good Awkward: How to Embrace the Embarrassing and Celebrate the Cringe to Become the Bravest You . Henna’s a workplace performance expert, a global keynote speaker, and a two-time TEDx speaker. She's been featured in Forbes , Real Simple , Fast Company , and more. And Henna’s the author of Good Awkward. How to Embrace the Embarrassing and Celebrate the Cringe to Become the Bravest You . Henna and I discuss her lessons to help you become a better risk taker; to help you strengthen your mental muscles; and to help you be braver in moments when it really counts. Here’s what we discuss: How embracing your awkwardness is good for your personal brand Why embracing your awkwardness is not just about being comfortable with discomfort How to reframe our mindsets around awkward situations How to build your social muscle for awkwardness tolerance Why a “bad idea brainstorm” is a good idea to implement in business meetings How role-playing and mock interviews actually reduce awkwardness Why embracing awkward moments is a strength vs. a weakness How to help your kids embrace their own awkwardness RESOURCES FROM THIS EPISODE: Henna's site Henna’s book - Good Awkward: How to Embrace the Embarrassing and Celebrate the Cringe to Become the Bravest You Henna on LinkedIn Henna’s Good Awkward Spotify playlist…

SIMPLE brand With Matt Lyles

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Phil Mershon - Unforgettable: The Art and Science of Creating Memorable Experiences 47:26

2 years önce47:26

47:26

In this week’s episode of the SIMPLE brand podcast, I talk with Phil Mershon , author of Unforgettable: The Art and Science of Creating Memorable Experiences . Phil’s the Director of Experience for Social Media Examiner where he's been designing and delivering amazing event experiences like Social Media Marketing World and the Social Media Success Summit for over a decade. Drawing from over 25 years in creating customized events, Phil's a master at delivering and teaching others how to deliver memorable moments in transformational experiences. Phil and I talk about how to create life-changing experiences that leave a lasting impact on your audience. Here’s what we discuss: 🎙️How the acronym DRIED describes the 5 threats to executing a great event 🎙️How event planners can mitigate distractions and build in margin 🎙️How the concept of baking bread relates to planning events 🎙️How to use the customer journey to create peak moments that stand out 🎙️What emotions attendees should feel each moment of the event experience 🎙️How a toothbrush can create an unforgettable experience 🎙️What event planning and everyday customer experience have in common RESOURCES FROM THIS EPISODE: Phil's site Phil’s book - Unforgettable: The Art and Science of Creating Memorable Experiences Phil on LinkedIn…

SIMPLE brand With Matt Lyles

1
Tiffani Bova - The Experience Mindset: Changing the Way You Think About Growth 43:42

2 years önce43:42

43:42

In this week’s episode of the SIMPLE brand podcast, I talk with Tiffani Bova , author of the Wall Street Journal bestseller - The Experience Mindset: Changing the Way You Think About Growth . Tiffani’s an international keynote speaker and the former global customer growth and innovation evangelist at Salesforce. She’s been named twice as one of the top 50 business thinkers in the world by Thinkers50. She’s a regular contributor to Forbes, Entrepreneur, Fast Company, and Harvard Business Review . And she’s the host of the What's Next! With Tiffani Bova podcast. Tiffani and I discuss the impact your brand has when you place an equal focus on both customer experience and employee experience. Here’s what we discuss: How Tiffani defines “happy employees” The fastest way to get customers to love your brand is to get employees to love their job. How a focus on reducing customer effort has created the “CX Delimma” The pandemic shined a light onto the lack of investment brands have made for employees What companies see when they place a simultaneous focus on CX and EX How to help your employees instill an experience mindset How Best Buy was able to turn things around by placing an equal focus on CX and EX RESOURCES FROM THIS EPISODE: Tiffani's site Tiffani’s book - The Experience Mindset: Changing the Way You Think About Growth Tiffani’s book - Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business Tiffani's podcast - What's Next! With Tiffani Bova Tiffani on LinkedIn…

SIMPLE brand With Matt Lyles

1
Dave Norton - Ensure Your Customer's Time is Well Spent 33:29

2 years önce33:29

33:29

In this week’s episode of the SIMPLE brand podcast, I talk with Dave Norton . Dave’s the Founder and Principal of Stone Mantel, an insights consultancy focused on helping companies create meaningful experiences for their customers. And he co-hosts the Experience Strategy Podcast where he explores how organizations create deep and meaningful relationships with their customers. Dave and I discuss all the right ways to design your customer experience so that your customers won’t see it as time wasted - but rather as time well saved, time well invested, and especially time well spent. Here’s what we discuss: With all the apps that promised to help save time, people feel like they have less time Brands make the mistake of focusing on convenience without considering time spent The difference among time well spent, time well saved, and time well invested in experiences How to be purposeful in focusing on time in your customer experience Focusing too much on customer segments and personas can limit innovative thinking More successful disruptors focus on situations and problems to solve vs a customer persona How to find out if your customers consider their experience time well spent The ideal way to pinpoint specific interactions to focus on to make time better How to proactively deal with the uncertainty of evolving customer expectations RESOURCES FROM THIS EPISODE: Dave's site - Stone Mantel Dave’s site - The Collaboratives Dave's podcast - Experience Strategy Podcast Dave on LinkedIn…

SIMPLE brand With Matt Lyles

1
David Burkus - Best Team Ever: The Surprising Science of High-Performing Teams 45:07

2 years önce45:07

45:07

In this week’s episode of the SIMPLE brand podcast, I talk with David Burkus . David’s written six award-winning books. He’s delivered three TEDx talks that have been viewed over two million times. He’s been featured by the Wall Street Journal, Harvard Business Review, USA Today, Fast Company, and more. And he’s consistently ranked as one of the top world business thought leaders by thinkers50. David was actually our very first guest on episode 2 talking about how to inspire and align your employees to pick a fight . Then he was back on episode 23 teaching us how to lead from anywhere . This time he’s back to discuss his latest book - Best Team Ever: The Surprising Science of High-Performing Teams . Why are some teams more motivated, more innovative, and more successful than others? Why do some groups of talented people actually fall short when compared to teams of less talented people? It comes down to the habits and practices you put in place that bring out the best in your team. David and I discuss how some of the world’s most effective teams do this, and we show you how you can do the same with your team. Here’s what we discuss: The team that an employee is on is highly correlated to their employee experience Team cultures are likely different from the corporate culture The three elements that separate high-performing teams from all others The talent of your team members doesn’t matter as much as you think it does How to build a common understanding in your team Build psychological safety in your team through Trust, Risk, Respect Focusing on WHO is impacted by your work is a stronger driver than your WHY How to build your team back up if any high-performing elements break down RESOURCES FROM THIS EPISODE: David's site David's book - Best Team Ever: The Surprising Science of High-Performing Teams David on LinkedIn SIMPLE brand #23: David Burkus – Leading From Anywhere SIMPLE brand #2: David Burkus – Inspire And Align Your Employees to Pick A Fight…

SIMPLE brand With Matt Lyles

1
Evelyn Starr - Teenage Wastebrand: How Your Brand Can Stop Struggling and Start Scaling 36:58

2 years önce36:58

36:58

In this week’s episode of the SIMPLE brand podcast, I talk with Evelyn Starr . Evelyn is an author, brand expert, and marketing consultant with over 25 years of marketing strategy and research experience. She’s worked with a number of well-known brands including Hasbro, Gillette, and Dunkin. She specializes in working with “brands in adolescence,” brands that have stalled after their initial success. And Evelyn’s the author of Teenage Wastebrand: How Your Brand Can Stop Struggling and Start Scaling . Evelyn and I discuss her lessons from Teenage Wastebrand including the symptoms that adolescent brands display when they hit that awkward phase and start stalling. Fortunately, we also discuss the steps you can take to help your brand navigate through adolescence and come out stronger. Here’s what we discuss: Brands should not be a “set it and forget it” approach. They should evolve. Brands are formed in customers’ minds based on their experience How you can ensure your customers define your brand the way you’d like What causes a brand to stall into “brand adolescence” The different symptoms of brand adolescence How brands get into identity crisis The right way to define your brand purpose and brand attributes How to help your employees understand minimum requirements versus differentiators Recognizing when your brand is self-centered and how to solve that The brand your employees receive internally will be the brand they deliver to your customers Your brand values act as a filter for your employees’ decisions and actions RESOURCES FROM THIS EPISODE: Evelyn's site Evelyn's book - Teenage Wastebrand: How Your Brand Can Stop Struggling and Start Scaling Evelyn on LinkedIn…

SIMPLE brand With Matt Lyles

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Allen Adamson - Seeing the How 40:23

2 years önce40:23

40:23

In this week’s episode of the SIMPLE brand podcast, I talk with Allen Adamson . Allen’s the co-founder and managing partner of Metaforce, a consultancy that takes a disruptive, multidisciplinary approach to help brands grow. He's also an adjunct professor at the Berkeley Center for Entrepreneurship at NYU Stern School of Business. And Allen’s the author of a number of bestselling brand strategy books including his latest - Seeing the How: Transforming What People Do, Not Buy, to Gain Market Advantage . Allen and I walk through his eight different lenses to help you understand the best ways to innovate your experience based on your brand, your industry, and most importantly your customer. Here’s what we discuss: Before you make a brand promise, make sure your brand has the ability to deliver on it How brands differentiate themselves has evolved over the past few decades What it means for brands to make people’s lives better through experience innovation The best brands find ways to cut steps out of the normal customer experience Marketers are here to figure out how to solve problems in their customers’ lives Allen’s eight lenses for marketers to use to craft and deliver their customer experience Customers don’t share about an experience unless it’s phenomenally good or phenomenally bad The best brands focus in and drill down instead of trying to broaden their reach The most important word in a marketer’s vocabulary is “WHY?” How marketers can enlist other functional areas to focus on customer experience RESOURCES FROM THIS EPISODE: Allen's site Allen’s agency - Metaforce Allen’s book - Seeing the How: Transforming What People Do, Not Buy, To Gain Market Advantage Allen on LinkedIn…

SIMPLE brand With Matt Lyles

1
Howard Tiersky - Winning Digital Customers: The Antidote to Irrelevance 49:00

2 years önce49:00

49:00

In this week’s episode of the SIMPLE brand podcast, I talk with Howard Tiersky . Howard is the CEO and Founder of FROM, a digital transformation agency that helps some of the world's largest brands navigate digital transformation and re-invent their customer journeys to earn the love of today's ‘digital customers’. He’s named one of the Top 10 Digital Transformation Influencers by IDG Magazine, and one of the Top 100 Customer Success Strategists by Success Coaching. And Howard’s the author of the Wall Street Journal bestseller - Winning Digital Customers: The Antidote to Irrelevance . Howard and I discuss why the most valuable companies are known for providing a seamless, digital customer experience. And we discuss his five-step roadmap to help your brand do the same. Here’s what we discuss: What drives irrelevance in brands today Every interaction a customer has with you forms their perception of the entire experience How to earn and keep customer love by helping them feel loved What causes 84% of digital transformations to fail How to get your peer leaders to buy into digital transformation Howard’s five-step roadmap for transforming your customer experience How focusing on quick wins helps fuel momentum in digital transformation How to calculate, prioritize and know which quick wins to build in your customer experience RESOURCES FROM THIS EPISODE: Howard’s site Howard’s book - Winning Digital Customers: The Antidote to Irrelevance Howard on LinkedIn…

SIMPLE brand With Matt Lyles

1
Leslie O'Flahavan - The Power of Plain Language in Customer Experience 42:44

2 years önce42:44

42:44

In this week’s episode of the SIMPLE brand podcast, I talk with Leslie O’Flahavan . Leslie’s the owner and founder of E-WRITE where she helps Fortune 500 companies, government agencies, and non-profit organizations learn how to write better for both their customers and their internal audiences. Leslie and I discuss how you can use plain language to simplify your customer experience while setting up your frontline employees for success. Here’s what we discuss: How writing in business has changed (not devolved!) over the decades How customer experience is like a romantic relationship How brands can build up affinity with customers through plain language The biggest drivers of complex and boring language form brands How to build empathy with customers without increasing legal risk How to empower frontline employees to incorporate plain language and brand voice The need for consistent language and brand voice pre and post-purchase Can and should empathy be scripted? RESOURCES FROM THIS EPISODE: Leslie's site Leslie on LinkedIn Leslie on Threads…

SIMPLE brand With Matt Lyles

1
From the Vault: Stacey Hanke – Become a More Influential Leader 42:05

2 years önce42:05

42:05

This week's SIMPLE brand episode features a "From the Vault" discussion with Stacey Hanke about her book, Influence Redefined: Be the Leader You Were Meant to Be, Monday to Monday ! When it comes to providing simple experiences to your customers, or your team members, you’re either helped or hindered by your level of influence. And many leaders are mistaken about what it means to be influential. In this episode, Stacey and I discuss methods for improving communication and producing the ideal type of influence—one that moves people to action long after an interaction is over. She dispels the most common influence myths and shares how leaders can stop sabotaging themselves in order to leave a positive, lasting impression with everyone. RESOURCES FROM THIS EPISODE Stacey’s book: Influence Redefined Stacey Hanke, Inc.…

SIMPLE brand With Matt Lyles

1
Joey Coleman - Never Lose an Employee Again 52:30

2 years önce52:30

52:30

In this week’s episode of the SIMPLE brand podcast, I talk with Joey Coleman ! Joey’s an award-winning speaker and a customer experience and employee experience design expert. He’s worked with hundreds of companies to help them deliver remarkable customer experiences while dramatically improving their profits. You may remember Joey’s first appearance on the SIMPLE brand podcast when he taught us how to successfully retain and grow our customer base. This time, we discuss his latest bestseller about how to apply those same principles in our own house – Never Lose an Employee Again: The Simple Path to Remarkable Retention . Joey and I discuss what you can do to help your employees feel heard, understood, and valued in their first 100 days and beyond. Here’s what we discuss: Why brands spend more time acquiring and hiring talent versus retaining talent Most brands have a gap in who’s responsible for creating a remarkable experience on a new hire’s Day 2 and beyond If we don’t hold our employees’ hands and help them acclimate they’ll leave The cost of an employee leaving is 250% of their annual salary 45% of new hires won’t make the 100-day anniversary: 4% leave on Day 1! When one employee leaves, there’s a snowball effect on remaining employees If you create remarkable employee experiences, your employees create remarkable customer experiences Joey’s 100-day 8-phase employee journey to focus on You can gauge your employee advocacy by the number of employee referrals you have While you’re focused on your new hires’ journeys, don’t forget your existing employees RESOURCES FROM THIS EPISODE: Joey’s site Joey’s book - Never Lose an Employee Again Joey on LinkedIn SIMPLE brand #73: Joey Coleman – Never Lose a Customer Again…

SIMPLE brand With Matt Lyles

1
Scott McKain - The Ultimate Customer Experience 43:23

2 years önce43:23

43:23

In this week’s episode of the SIMPLE brand podcast, I talk with Scott McKain. Scott’s a globally recognized authority on how organizations and professionals create a distinction to attract and retain customers. He’s a member of the Professional Speakers Hall of Fame. And he’s one of 24 members of the “Sales and Marketing Hall of Fame.” And Scott’s the author of eight best-selling customer experience books including his latest - The Ultimate Customer Experience: 5 Steps Everyone Must Know to Excite Your Customers, Engage Your Colleagues, and Enjoy Your Work . Here’s what we discuss: Scott learned the value of customer experience from his father’s grocery store While customer expectations have changed, the basic premise is still the same Customer loyalty is only created through emotion What James Cameron’s The Titanic teaches us about word of mouth Customers don’t want you to make it right - they want you to get it right The ultimate customer experience drives customers to repeat and refer Customers compare you to every great experience, not your direct competitors How the Fairmont Scottsdale Princess resort created the ultimate experience with golden retrievers The right way to be empathetic to customers Leaders need to model the behaviors they expect from employees RESOURCES FROM THIS EPISODE: Scott’s site Scott’s book - The Ultimate Customer Experience Scott on LinkedIn…

SIMPLE brand With Matt Lyles

1
Heather Younger - The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood 37:15

2 years önce37:15

37:15

In this week’s episode of the SIMPLE brand podcast, I talk with Heather R. Younger, author of The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood ! Heather’s an international keynote speaker, and she’s the Founder and CEO of Employee Fanatix , a leading employee engagement firm. She’s also the host of Leadership With Heart podcast . And she’s the author of three best-selling leadership and employee engagement books including her latest - The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood . Here’s what we discuss: How active listening helps people feel valued What’s causing the barrier for people to be able to listen effectively The five steps needed for active listening “Closing the loop” motivates people to be comfortable sharing with you in the future Most employees and customers hate surveys because they feel nothing will come from it What to do when you can't actually give someone what they're asking for How to help your employees become better listeners RESOURCES FROM THIS EPISODE: Heather’s site Employee Fanatix Heather’s book - The Art of Active Listening Heather’s podcast - Leadership With Heart Heather on LinkedIn…

SIMPLE brand With Matt Lyles

1
From the Vault: Dee Ann Turner - Crush Your Career: Ace the Interview, Land the Job, and Launch Your Future 1:02:03

2 years önce1:02:03

1:02:03

This week's SIMPLE brand episode features a "From the Vault" discussion with Dee Ann Turner discussing her book, Crush Your Career ! Dee Ann is the former head of Talent with Chick-fil-A. She was the company’s first female officer and was instrumental in building and growing Chick-fil-A’s well-known culture. In her 33-year career with Chick-fil-A, she was responsible for franchisee selection, talent acquisition, management and development, diversity and inclusion, culture and engagement, social responsibility and sustainability. Today, she’s a speaker, consultant and author where she helps organizations create and strengthen culture and talent to better serve their customers. With all her experience, it’s safe to say that Dee Ann knows what it takes to teach people how to develop, build and manage a fulfilling career. RESOURCES FROM THIS EPISODE Dee Ann ‘s book: Crush Your Career Dee Ann’s book: Bet On Talent Dee Ann’s site Dee Ann on Instagram Dee Ann on Twitter Dee Ann on Facebook…

SIMPLE brand With Matt Lyles

1
Jeannie Walters - You Need a Customer Experience Mission 37:07

2 years önce37:07

37:07

In this week’s episode of the SIMPLE brand podcast, I talk with Jeannie Walters. Jeannie’s an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators - a firm helping companies increase sales and customer retention through elevated customer experiences. And she’s the host of the Experience Action podcast . From the importance of creating and instilling a Customer Experience Mission to approaching your customer journey map as a verb, and not a noun - Jeannie and I discuss the right ways to help you and your team demystify the process for improving your customer experience. Some of the topics we discuss include: How to create fewer ruined days for customers What customers expect from brands today Understanding a customer’s journey helps you know what they want at each interaction Customer journey mapping is a verb, not a noun How to use “micro-mapping” to truly understand customers along each interaction If you recognize a poor interaction across the customer journey, there’s no need to validate it with data A CX mission statement empowers your employees to know exactly how to deliver on your brand’s promise A focus on customer experience helps create a better employee experience RESOURCES FROM THIS EPISODE: Jeannie’s site Jeannie’s podcast - Experience Action Leave your question for Jeannie to answer on the Experience Action podcast here Jeannie on LinkedIn…

SIMPLE brand With Matt Lyles

1
Emmanuel Probst - Assemblage: The Art and Science of Brand Transformation 56:23

2 years önce56:23

56:23

In this week’s episode of the SIMPLE brand podcast, I talk with Emmanuel Probst. Emmanuel’s the Global Lead of Brand Thought-Leadership at Ipsos. He’s an adjunct professor of Consumer Market Research at UCLA. And he’s a Wall Street Journal and USA Today best-selling author of two brand strategy books including his latest - Assemblage – The Art and Science of Brand Transformation . Just like a master blender uses the art of assemblage to know how to orchestrate, assemble and combine all the right elements to make a fine wine or cognac, a master brand strategist can do the same with their brand. But they have to be able to recognize and understand which elements to use and exactly how to combine them to craft meaningful, impactful brands. That’s the art and science of creating a transformative brand. Some of the topics we discuss include: Not all brands need to demonstrate a purpose, but they do need to help their customers transform How your brand can be empathetic, relatable, authentic, and genuine Your customers need to understand “the one thing” your brand can do for them What the history of James Bond can teach you about assembling and evolving a brand There is nothing original. Most creations are remixes and recreations of existing elements Brands are now open-source and need to allow for co-creation with customers Your brand is not the hero of the customer story, but there are important roles it can play Your brand is what people say it is, not what you say it is What’s driving a decrease in consumer trust of brands RESOURCES FROM THIS EPISODE: Emmanuel’s site Emmanuel’s book - Assemblage: The Art and Science of Brand Transformation Emmanuel’s book - Brand Hacks: How to Build Brands by Fulfilling the Consumer Quest for Meaning Emmanuel on LinkedIn…

SIMPLE brand With Matt Lyles

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Robert Patin - Eliminate Complexities So You Can Simplify and Scale 38:58

2 years önce38:58

38:58

In this week’s episode of the SIMPLE brand podcast, I talk with Robert Patin. Robert’s an international best-selling author and he’s the founder of Creative Agency Success, a consulting firm dedicated to helping creative agencies scale. And he’s the host of the Agency Blueprint podcast . Robert and I discuss lessons on how to take your team’s operations from complex and out of hand to a simple, scalable machine. A machine that helps you ultimately have more time to focus on the right work to move your business forward. If you want to simplify and make things much smoother for you and your team, this episode’s for you. Some of the topics we discuss include: Giving your team space and frameworks to solve problems is much more valuable than solving problems for them Our desire to be immediately responsive causes us to complete work 5x-10x longer than necessary The approaches to work that drive complexity across most teams How you can accomplish more by focusing on doing less The steps and framework to take to eliminate complexity from your team The ideal method for delegating work to others The value of videoing all of your processes as processes documentation Your processes have typically been put together by everyone else except for you Connecting with community outside of your business can help you learn how to simplify RESOURCES FROM THIS EPISODE: Robert’s site Robert’s book - The Practical Agency (get it for free here!) Robert’s podcast - The Agency Blueprint…

SIMPLE brand With Matt Lyles

1
Greg Kihlström - House of the Customer: A Blueprint for 1:1 Customer-First, Employee-Driven Business Transformation 43:53

2 years önce43:53

43:53

In this week’s episode of the SIMPLE brand podcast, I talk with Greg Kihlström, author of House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation . Greg’s a speaker, entrepreneur, and consultant to top companies on marketing technology, customer experience, and digital transformation initiatives. He’s the host of the Agile Brand podcast. Greg and I discuss: What customer-centric brands do that are different than all the others How customer expectations continue to rise Too many brands misunderstand what it means to create a customer-first approach Focusing on intrinsic and extrinsic values motivates employees to focus on the customer Agile principles help create an employee-driven culture The value of creating a culture of experimentation Greg’s 4 North Star goals that brands should have for a customer-first experience Where most brands get personalization wrong The 7 elements of Greg’s "House of the Customer" blueprint Greg’s take on who in an organization should own and govern the customer experience RESOURCES FROM THIS EPISODE: Greg’s site Greg’s book - House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation…

SIMPLE brand With Matt Lyles

1
Erik Huberman - The Three Principles of Marketing to Help Your Brand Soar 43:56

2 years önce43:56

43:56

In this week’s episode of the SIMPLE brand podcast, I talk with Erik Huberman, author of The Hawke Method: The Three Principles of Marketing that Made Over 3,000 Brands Soar . Erik’s the Founder and CEO of HawkeMedia, the fastest-growing marketing consultancy in the United States that’s helped develop marketing strategies for more than 4,000 businesses. Erik and I discuss the Hawke Method principles along with how any brand can apply them, no matter their budget. Some of the topics we discuss include: The first thing brands need to consider if they want to grow How to understand your customer’s purchase cycle and consideration period Erik’s 3 principles of marketing simultaneously needed to acquire and retain customers The right tactics to take to grow awareness Don’t confuse your target audience and your brand persona - they can be different How to balance nurturing tactics alongside awareness tactics The need for using content as a way to nurture and create trust Why 3rd party validation is an ideal way to build trust Over time, what you deliver consistently becomes your brand - good or bad How marketers can use AI in the right way to help cut through all the noise RESOURCES FROM THIS EPISODE: Erik’s site - Hawke Media Erik’s book - The Hawke Method: The Three Principles of Marketing that Made Over 3,000 Brands Soar…

SIMPLE brand With Matt Lyles

1
Joe Mull - Employalty: How to Ignite Commitment and Keep Top Talent in the New Age of Work 52:51

2 years önce52:51

52:51

In this week’s episode of the SIMPLE brand podcast, I talk with Joe Mull, author of Employalty: How to Ignite Commitment and Keep Top Talent in the New Age of Work . Joe’s an international keynote speaker, he’s the founder of BossBetter Leadership Academy, and he’s the host of the BossBetter Now podcast. Employalty releases on May 9, but it’s quickly becoming one of the most talked about HR and workplace culture books. Joe and I discuss his lessons from Employalty all around turning your organization into a destination workplace to attract and keep top talent. Some of the topics we discuss include: What’s REALLY driving record-setting job switching today There is no staffing shortage, there’s a great job shortage The desire of professionals to seek a higher quality of life without their job encroaching on that Why leaders want to move their team from a departure organization to a destination workplace Where commitment really comes from in the workplace What’s broken in the work environment and made it more dehumanized lately The MYTH that employees are just lazy today What too many leaders get wrong in offering flexibility to their employees Meaningful work isn’t only for nonprofit or purpose-driven brands The way employees are recognized is typically all wrong Great bosses are advocates for their employees RESOURCES FROM THIS EPISODE: Joe’s site Joe’s book - Employalty: How to Ignite Commitment and Keep Top Talent in the New Age of Work Joe’s podcast - Boss Better Now…

SIMPLE brand With Matt Lyles

1
Adam Toporek - Be Your Customer's Hero 56:52

2 years önce56:52

56:52

In this week’s episode of the SIMPLE brand podcast, I talk with Adam Toporek, author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines . Adam’s an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He’s the founder of Customers That Stick®, and the former co-host of the Crack the Customer Code podcast. Some of the topics we discuss include: It doesn’t take grand, superhero actions to become your customer’s hero The need for focusing on peak emotions in the customer experience Consistently focusing on positive “brand deposits” buys you goodwill with your customers The service “triggers” that can set your customer off Get the biggest return on your customer experience efforts by identifying and removing your customer’s biggest hassles Why you should regularly assess your policies and procedures and cut the ones that hinder your employees How curating and sharing success stories is one of the best ways to train employees Empowering your employees can deliver hassle-free experiences Adam’s 3S process for employees to follow when resolving customer issues RESOURCES FROM THIS EPISODE: Adam’s site Adam’s book - Be Your Customer’s Hero SIMPLE brand episode 38 with Lisa Bodell - we talk about killing stupid rules and policies…

SIMPLE brand With Matt Lyles

1
Mark Miller - Culture Rules: The Leader's Guide to Creating the Ultimate Competitive Advantage 47:24

2 years önce47:24

47:24

In this week’s episode of the SIMPLE brand podcast, I talk with Mark Miller, author of Culture Rules: The Leader’s Guide to Creating the Ultimate Competitive Advantage . Mark’s the Vice President of High Performance Leadership with Chick-fil-A. And Mark’s the author of 11 best-selling books including his latest Wall Street Journal bestseller - Culture Rules: The Leader’s Guide to Creating the Ultimate Competitive Advantage . Some of the topics we discuss include: The three rules that go into creating a high-performance culture Why leaders shouldn’t worry too much about how they define their vision, mission, and purpose The simple test to know if you have defined your team’s aspiration well The value of recognizing reality and comparing that to your culture aspiration How to ensure your people can clearly articulate your culture values What Alexander the Great teaches us about modeling values to your people The right way to use storytelling with your people How to discern and remove toxins from your organization Be grateful that there’s no finish line to developing and adapting your culture RESOURCES FROM THIS EPISODE: Mark’s site - leadeveryday.com Mark’s book - Culture Rules: The Leader’s Guide to Creating the Ultimate Competitive Advantage Mark’s book - Smart Leadership: Four Simple Choices to Scale Your Impact Mark’s book - Win the Heart: How to Create a Culture of Full Engagement…

SIMPLE brand With Matt Lyles

1
Sara Ross - Dear Work: Something Has to Change - Simplifying Our Relationship to Work 1:00:57

2 years önce1:00:57

1:00:57

In this week’s episode of the SIMPLE brand podcast, I talk with Sara Ross, author of Dear Work: Something Has to Change ! Sara’s an international keynote speaker and the founder of the leadership research firm BrainAMPED. She’s transforming the future of work by using the power of brain science to amplify organizational vitality, and by helping people work, lead, and succeed in healthy, high-performing, human-centric ways. It’s no secret that too many leaders and too many professionals feel like they’re stuck in a complicated work environment. Overworked and under-living. Thankfully, Sara has the strategies to simplify that as you boost your work vitality, stand out, and bring your best, most energized self to your career and your other important life areas. Some of the topics we discuss include: How thinking of your work like a relationship is valuable for your career What’s causing so many professionals to have a “toxic relationship” with their work How you can raise your vitality in your work (and other life areas) Recognize that your energy will ebb and flow - and that’s natural and okay You can instill your purpose into interactions and aspects of your role instead of struggling to find that purpose-driven role The “success traps” that can actually confine you in your work Placing too much focus on one life area is detrimental to the other major life areas You need to be as intentional about resting as you are about working RESOURCES FROM THIS EPISODE: Sara’s book - Dear Work: Something Has to Change Sara’s site and newsletter - The Dear Work Letter Sara on Linkedin Sara on Instagram…

SIMPLE brand With Matt Lyles

1
Jeff Toister - The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises 51:06

2 years önce51:06

51:06

In this week’s episode of the SIMPLE brand podcast, I talk with Jeff Toister, author of The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises ! The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely providing a warranty against any product defects or failures. It actually encompasses the entire customer journey to promise an experience that never falls short of expectations. Some of the topics we discuss include: The elements needed to create an experience guarantee The common ways that drive brand promises and experience guarantees to break The need for ensuring your operations can feasibly deliver on your promise How to define your promise is clear to all employees How to know what to promise based on what’s relevant to your customers Defining the problems you don’t solve is just as important as defining the ones you do solve How to restore trust from your customer by recovering from a service failure RESOURCES FROM THIS EPISODE: Jeff’s book - The Guaranteed Customer Experience: How to win Customers by Keeping Your Promises Jeff’s newsletter - Customer Service Tip of the Week Jeff Toister on Twitter Jeff Toister on LinkedIn…

SIMPLE brand With Matt Lyles

1
Juliana Marulanda - Simplify Your Business and Scale Your Time 44:15

2 years önce44:15

44:15

In this week’s episode of the SIMPLE brand podcast, I talk with Juliana Marulanda, founder of ScaleTime ! Juliana and ScaleTime have helped hundreds of agency owners and business leaders get their lives back by developing systems to save time, add employees, and streamline processes to create lean, mean, profitable machines. Some of the topics we discuss include: Why most leaders have a hard time creating and managing systems Having systems in place helps your people feel secure and view you as a better leader Having the right systems in place creates an engaged culture How to recognize that you don’t have the right systems in place How to assess the strength of your current systems (if any!) Templates for content your team creates repeatedly can actually help them be creative Training your people on processes is just as important as documentation of processes How to ensure your people actually follow your systems Perfection can kill your progress when building systems so iterate and evolve them RESOURCES FROM THIS EPISODE: Juliana’s business - ScaleTime Juliana on LinkedIn…

SIMPLE brand With Matt Lyles

1
Nick Webb - One Step Ahead: How to Dominate Your Market with Innovation Leadership 45:42

2 years önce45:42

45:42

In this week’s episode of the SIMPLE brand podcast, I talk with Nick Webb, author of One Step Ahead: How To Dominate Your Market With Innovation Leadership ! Nick is a world-renowned Strategist, Futurist, Bestselling Author, and one of the top keynote speakers in the world. Nick was on the SIMPLE brand podcast back in episode 74 talking about What Customers Hate . This time he’s back to talk about lessons from his latest book - One Step Ahead: How To Dominate Your Market With Innovation Leadership . In today’s hypercompetitive environment, the difference between winning and losing really isn’t that big of a gap. It’s actually pretty small. It’s like a race, where the fastest runner who crosses the finish line can be just One Step Ahead. Some of the topics we discuss include: How to stay one step ahead in your leadership Why your individual leadership is important in setting your team’s pace Why surveys and promoter scores are worth very little The correlation between a brand’s Glassdoor ratings and Yelp and Google ratings The three things your employees need from you and your organization Taking action from employee feedback builds your credibility Any customer experience initiative must be tied with an employee experience initiative The four behaviors that help leaders stay one step ahead RESOURCES FROM THIS EPISODE: SIMPLE brand episode #74 - Nick Webb - What Customers Hate Nick’s Consulting site - Leader Logic Nick’s speaking site Nick’s book - One Step Ahead: How To Dominate Your Market With Innovation Leadership Nick’s book - What Customers Hate: Drive Fast and Scalable Growth by Eliminating the Things that Drive Away Business…

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